FAQ

Do I need to open an account when I purchase?                                                                            

You can open an account to ensure your information is on file, making your next purchase quick and easy or you can checkout as a guest.

 

Can I see the artwork in person?

Unfortunately, either we ship the artwork from our HQ in Guatemala or our artists ship the art piece directly from their studio to your shipping address.

 

How do I know the artwork is authentic?

We send a Certificate of Authenticity signed by the artist with each artwork. This document is a proof of the authenticity of the artwork.

 

Is your website secure?

Please be secure that your personal details are completely secure with us. We do not share, sell or distribute customer information. We store any personal information that you give to us securely, using high-level SSL encryption technology. 

 

ORDERS

What happens when I make a purchase?

When you have completed the checkout process, we will send an email confirmation with the order number, the list of your purchased artwork(s), and the total cost.

  

How do you calculate the shipping?

Shipping costs are calculated by the weight and dimensions of the packaged artwork.

It is also based on the buyer and our HQ or artist location.

Other fees may apply for large art pieces that need crating. 

 

How are my shipping fees determined?

Our shipping rates are calculated by the shipping addresses of the collector and either the artist or our HQ in Guatemala, as well as the measurements and weight of the artwork. The only way to determine shipping rates are to add the artwork(s) to your cart and then enter your shipping address so the rates can be automatically calculated. Your shipping costs automatically appear on the final payment page, breaking down cargo.

Customs fees are determined based on the country you are importing to. They are not included in the checkout cart and are responsibility of the collector. You will receive a separate invoice from the courier when the artwork is delivered.

 

What type of payment methods do you accept?

Scoop Art accepts the following payment methods:

  • Visa
  • MasterCard

What is a CVV code? The CVV, or Card Verification Value, is the three-digit number printed in the signature space on the back of most credit cards, such as Visa and MasterCard. 

 

What is the exchange rate?

We charge you for your order in Quetzales. Your card provider will either charge you in Quetzales or apply the exchange rate of your currency.

 

Why is my credit card getting declined?

Please review our list of common issues below. If your card still isn’t approved, contact your bank or credit card provider. You may also contact us by giving your order number and the last 4 digits of your credit card. (Contact 1-888-927-4184 between 9:00 AM – 6:00 PM CST Monday through Friday or send an email on the contact us button.)

 

Verify the payment information entered on your order.

  • Did your billing address change recently?
  • Did you enter the correct CVV code?
  • Did you get a new card with a new expiration date?

 

Review your bank’s payment security policies.

Your bank may flag any suspicious activity on your account. This includes first time orders, or orders of high-value (regardless of the amount of funds available or credit limit). Your bank may require your verbal authorization to proceed with a transaction.

 

Review your bank’s daily withdrawal limit.

Most banks have limits on how much money can be charged in a day. If you reach this limit, your bank could block your account from any further activity.

 

We offer payment by wire transfer

You may contact Scoop Art in order to pay by an alternate payment method: 1-888-927-4184 between 9:00 AM – 6:00 PM CST Monday through Friday or send an email to: [email protected]

 

What if I need to cancel my order?

If you have made a mistake with your order or need to cancel it, contact Scoop Art immediately by sending us an email to: [email protected] You may also call our support center for assistance: 1-888-927-4184 between 9:00 AM – 6:00 PM CST Monday through Friday.

 

Where can I check my order’s status?

As soon as your order has been shipped we will send you an email with the carrier’s tracking number. Please allow 3 business days to receive your tracking number. If not send us an email. 

 

I still haven’t received my artwork and my tracking appears to be “delivered”.

  • Check if a household member or a neighbor received the package.
  • Look around the front door of your house in case the courier has left the package in a safe place.
  • Check in your mail for the artwork or a hold slip. If your package is being held, please contact the shipping courier for information on how to obtain your package.
  • Look for a delivery attempt notice in your mail, P.O. Box or at your front door and follow the instructions so the courier can redeliver or if you can pick up your package.
  • If none of the above, contact your courier and ask for more information regarding the location of the package.

 

Delivery service delays

If you live in an area with severe weather, natural disasters or unscheduled events, please expect an additional 2-3 days from the estimated delivery date of your order. 

Expect delivery delays if you live in countries where the customs clearing process consist of a 30-day period. 

 

What is your refund policy? 

From the time you receive your original art piece, you have 24 hours to send us an email with your inquiry explaining why do you want to apply to our refund policy. 

Scoop Art will only grant refund if we determine that the artwork was damaged during the shipping process. We will reply within 72 hours of receiving the email.

If the case applies for refund, the artwork must be returned by express shipping in its original condition and original packaging to our HQ in Guatemala or the artist. If you accidentally dispose the original packaging, you will be responsible for purchasing packaging materials to send the artwork back safely.

Scoop Art will process your return and the amount owed will be refunded to your original source of payment (less shipping cost charged for sending the artwork and custom fees that we pay for receiving the artwork) within 7-10 business days of your merchandise return. 

Return shipping costs are your responsibility.

 

Return details:

  •  Please enclose your receipt with your item.
  •  You will be responsible for the package using a traceable shipping method to our HQ in  Guatemala or the artist. Once you receive the tracking information, you must send us an email  with the details.
  •  Scoop Art is not responsible for undelivered returns.
  •  Once the piece(s) arrives back to our HQ or the artist, the refund will be processed back to  your account.
  •  Artwork returned back to out HQ or the artist not in its original condition and in express  shipping (6 business days maximum) would not be refunded.
  •  Additional shipping fees may apply for International returns.

 

What if my artwork arrives damaged?

If the artwork is damaged upon receipt, you must notify Scoop Art within 24 hours of delivery. 

Please send a claim email to: [email protected] with the following information: order number, images of the damaged artwork and packaging. 

You will have to hold the damaged artwork and the original packaging and shipping materials. 

We will reply within 72 hours of the receipt of your claim.

Shipping taxes and fees

When will I receive my order?

You will receive your order in 6-12 business days, varies on origin and destination of the artwork in addition to any customs and clearance time. Once you artwork ships expect delivery within 4-8 business days, if no further custom delays.

Is sales tax calculated on my order?

12.0% sales tax is charged when an order is shipped.

You can view the sales tax in your cart right after entering your shipping and billing address but before you enter a payment method.

Are there any taxes or charges applied to packages crossing international borders?

Shipments from a foreign country must clear customs. Custom taxes will not be included in your checkout cart. 

Please check with your country’s customs office to determine what these additional costs will be prior to making a purchase.

How can I contact a representative of Scoop Art if I have additional questions?

You can reach us by sending us an email to: [email protected] or you may call our Scoop Art support team. We will gladly answer your inquiries.

1-888-927-4184

Monday – Friday: 9 am – 6 pm CST